We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 392389 results
-
Decision Reference DRN-5719815
21 Aug 2025 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5719815 The complaint Mr M complains about the settlement value of a claim Legal and General Assurance Society Limited accepted under his life and critical illness policy. What happened The history to this complaint is well known to the parties, so I won’t repeat all the details he... (2 pages)View decision -
Decision Reference DRN-5759903
21 Aug 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5759903 The complaint Miss K complains about AXA Insurance UK Plc’s handling of a subsidence claim made under her landlord’s insurance policy. What happened The background to this complaint is well known to both parties, so I’ll provide only a brief summary here. Miss K has a landlo... (10 pages)View decision -
Decision Reference DRN-4641156
21 Aug 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-4641156 The complaint Mr and Mrs M’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2)... (15 pages)View decision -
Decision Reference DRN-5097606
21 Aug 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5097606 The complaint Miss P complains that Revolut Ltd hasn’t reimbursed the money she’s lost to scams. What happened Miss P has fallen victim to two separate scams. Scam 1 Miss P says she came across an online advertisement for an investment opportunity with a company I’ll refer t... (4 pages)View decision -
Decision Reference DRN-5769832
21 Aug 2025 Aviva Insurance Limited UpheldInsuranceDRN-5769832 The complaint Mrs T complains that Aviva Insurance Limited (‘Aviva’) provided her with misleading documentation for her new private medical insurance policy. She says Aviva’s mistake led her to believe a condition was excluded, which later transpired to be incorrect. What ha... (3 pages)View decision -
Decision Reference DRN-5314490
21 Aug 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5314490 The complaint Mrs B complains that Bank of Scotland plc, trading as Halifax (“Halifax”), won’t refund her the money she lost after she fell victim to an Authorised Push Payment (‘APP’) scam. What happened The background to this complaint is well-known to both parties, so I ... (7 pages)View decision -
Decision Reference DRN-5646306
21 Aug 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5646306 The complaint Mr D has complained about the service he received from Aviva Insurance Limited when he made a claim under a home emergency insurance policy. References in this decision to Aviva include its agents and suppliers. What happened Mr D took out a home emergency po... (3 pages)View decision -
Decision Reference DRN-5664259
21 Aug 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5664259 The complaint Mrs C is unhappy that NewDay issued her a store card with less favourable terms that she could have obtained, and also that NewDay moved her payment date forwards. What happened Mrs C had a store card, the administration of which was transferred to NewDay in 20... (2 pages)View decision -
Decision Reference DRN-5624948
21 Aug 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5624948 The complaint Miss M complains that Santander UK Plc won’t refund payments she made as a result of a scam. What happened Miss M was the victim of a job scam. In summary, she was tricked into making payments using her Santander credit card to crypto exchanges. From there, the... (3 pages)View decision -
Decision Reference DRN-5709822
21 Aug 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5709822 The complaint J has complained about the way Admiral Insurance (Gibraltar) Limited handled a claim under a car insurance policy taken out by a director, who I’ll refer to as Mr S. Mr S is representing J. What happened Mr S took out a policy to cover a vehicle leased by J. Th... (3 pages)View decision